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★★☆☆☆

“Awkward to extend or change your policy!”

written by carollou22 on 17/09/2013

I have been a customer for annual trip insurance with Direct Travel Insurance for many years and found them satisfactory. This year my auto renewal price shot up over 20% and when I rang to find out why there was such an increase no-one could tell me. (I am a slim, healthy, non-smoking female in my fifties). I cancelled my auto renewal but told them that my annual policy ran out 3 days into an 8 day trip to Turkey and I asked if I could buy a single trip policy to cover me or extend my policy for the same. The operator was not helpful and although this was only two weeks before I was due to travel, he told me to ring back nearer the time! Phone call no 2: after 13 minutes of hanging on the line - a lot of time wasting asking for my personal details twice and reading policy details which I am already covered for for the first 3 days of the trip I was given a price which is more than I have been quoted elsewhere! So yes I am disappointed. There could be better staff training for a start and interest in loyal clients as well as a more common sense approach in dealing with policy alterations. I don't feel valued as a customer with this company.

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